MPS Software Tools – Importance to the Dealer Channel Managed print services’ software tools are a key component of the MPS infrastructure delivery model. Think of them as the engine that helps your MPS operation run efficiently. And just like an engine in a car, if your software system does not run well, or if it does not mesh well with the other components in your ‘system’ then your overall MPS ‘vehicle’ will be a lemon. And in the services-driven MPS model (the Hybrid Dealer Model), efficient operations are one of the keys to profitability. So what factors should you consider as you evaluate MPS software? There are a number of considerations, but start by determining which functionalities are needed. There is a long list of major software functions that meet the needs of a successful MPS business. The basic functional areas can be broken down using the Photizo Group 3-Stage Customer Adoption Model (an indicator of how sophisticated the customer’s MPS engagement is) to map to the services you will be offering. Types of Tools Stage 1 tools help you understand the customer’s needs, their current position, and identify opportunities for improvement. We call this Stage 1 – Control and common reseller/dealer tool requirements at this stage include: •   Hardware metering & assessment: discovery of devices in the fleet, along with usage data for each •   Graphical mapping & fleet visualization: visibility of location and type of each device in the end-user’s environment •   Proposal generation: tools used to automatically populate and create proposal forms for the MPS engagement •   Cost assessment/TCO analysis: tools for calculation of direct and indirect costs of any imaging device or associated technology to assess the total cost/benefits associated with the overall purchase. During the second stage, the customer needs to have their fleet optimized through optimum deployment, consolidation and right sizing. Most importantly, this includes on-going management to ensure the fleet remains optimized—referred to as Stage 2 – Optimization. At this stage the reseller/dealer requires tools capable of performing the following: •   Usage reporting/meter reading: software tools that enable the MPS provider to see how each device is being used in order to optimize the fleet. These tools are also used to automate meter reading for billing functions, and can monitor printing, copying and/or scanning. •   Device monitoring: these tools monitor the devices and create relevant and timely notifications about the status of a device. This is used to monitor supply levels, network status, etc. •   Report generation: Capability to create and execute automatic standardized customizable reports for MPS provider and customer. •   Departmental chargeback: Tool for maintaining accountability of costs incurred through printing. The third stage is the most sophisticated and demanding phase for the reseller/dealer. During this stage, the customer is seeking to improve business efficiency and processes by enhancing and optimizing document workflow, document management and through basic business process consulting. Specific reseller needs at this point include: •  Project management software. •   Document workflow and document management software These are just the ‘broad categories’ of software tools that the reseller needs. There are a number of very capable software companies providing these tools including PrintFleet, PrintAudit, FMAudit, MWAintel, Netaphor and NewField IT (to name a few), including a number of very good tools available from vendors such as Canon, Ricoh, HP, Xerox and IKON. Photizo has developed the first-ever review of these tools and software solutions for the MPS industry. The study examines each of the tools from different perspectives including: functionality, market strategy, compatibility and pricing structures. Also incorporating a testing lab, Photizo analysts observed each of the tools that were a part of the study in action in order to better understand the end-user experience. There are three stages to this study, which correlate with the three stages of the Customer Adoption Model. The first part of the study was released in April 2010 and the second part will be coming this August. Please see http://store.managed-print-services.com . Purchase Evaluation Criteria The key considerations you will need to make when going through the evaluation process for MPS software solutions include: Scalability: The first and foremost consideration is to identify software that can grow with your organization. Ideally, the software will have the ability to be upgraded in ‘modules’, which allow you to add functionality (and cost) based upon the specific customer’s requirements. Also, it should be scalable to handle a large number of devices. If you are just starting out, managing 1,000 devices may sound like more capability than you could ever need, but think to the future when you could be a successful Hybrid Dealer, and you may be managing 50,000 or more devices. Look for that allows for growth. Remember, this is a key component in your MPS delivery infrastructure and one that you want to be able to grow with. Deployment/Integration: How easy is the tool to deploy? Is it within the capabilities of your current tech staff? Can it be integrated easily within your overall business system and processes? For example, does it have the ability to feed page volumes directly into your billing system? Or does it require a manual process? (One item to note here is that there are some great dealer management systems that integrate nicely with the major MPS software vendors to create a cohesive system. One of our favorites is Digital Gateway, which includes a “Partner Integration Tool” http://www.e-automate.com/mpse.html  specifically for this purpose.) Functionality What are the specific functions the software tool can perform? To conduct a full- fledged comparison in a lab environment is a major undertaking. I would recommend letting something like the Photizo’s MPS Software Tools Study do this work for you, but if you do decide to conduct this analysis on your own, be sure and conduct a thorough review which not only addresses your needs today, but also your future needs. It is also important to recognize that there are a number of features and requirements specific to each stage of MPS. For example, in Stage 1 and 2 supporting direct attached (versus network attached) devices is critical, and the level of support for direct attach devices varies widely. Another example is mapping—in Stage 1, device mapping and graphic displays of the fleet deployment are becoming increasingly sophisticated and useful. So as you review your needs, recognize the types of MPS engagements (Stage 1 and 2, or Stage 3) you are engaged in and be sure to evaluate your software based on this stage. Architecture The architecture is the format in which these tools operate. For instance, an MPS asset management tool could be either embedded in a device, installed on an on-site server or the device may report to an off-site server. This is of great importance to IT departments and depending upon the industry you serve (banking is very sensitive to anything going outside the ‘firewall’), this can actually be a deal maker or breaker. Price Okay, I know you love to fork over your hard-earned cash to a software vendor so this really shouldn’t matter… right? Of course price matters. However, I would argue that it is key to look beyond just the straight price comparison and to evaluate the true value the software delivers. Balance price against features, tech support capabilities, reputation, ease of integration and functionality. Sure, you don’t want to overpay, but frankly, underpaying and buying the wrong tool will cost your company far more than the software license price. Other Options Another consideration is the alternative to purchasing your own software. Many MPS programs from vendors include software tools. Great America Leasing’s MPS program leverages PrintFleet as does Supplies Network. Ricoh leverages Print Audit for many of their engagements. There are a number of very good vendor programs, which have partnered with software vendors to bundle the software tools as part of the overall MPS program. It is also important to recognize that some software tools perform specific functions such as Asset Management but are not labeled as MPS tools (HP WebJet Admin comes to mind). Summary So which tool is right for you? The answer is,’ it depends’. Remember, the place to begin is by accessing your own needs, your customers, and your growth plan for the business. Then evaluate the software within the framework of this assessment. As my father always used to say, “make sure you have the right tool for the right job.” Ed Crowley is the CEO and founder of the Photizo Group, . Wwith over 20 years of industry experience with firms such as Lexmark, DataProducts, and QMS. The Photizo Group is the thought leader for managed print services. The firm provides publications, conferences, and market intelligence for the managed print services market. To learn more about the company, please visit www.photizogroup.com. To sign up for the firm’s free daily MPS Insights news summary, please visit www.mpsinsights.com. For more information on the firm’s conferences, please visit www.mpsconference.com.